For a government authority at the centre of a national digital ecosystem, scale and speed are not optional — they are existential requirements. Yet the organisation’s operational backbone was built on fragmented legacy platforms: a legacy ITSM tool handling both IT incidents and external requests without clear segregation, a separate CRM system for customer interactions, and a manual onboarding process for the government entities relying on its platforms every day.
The consequences were predictable. SLA performance was difficult to monitor. Reporting required days of manual effort each week. Leadership lacked real-time visibility across operations. The onboarding of new government entities to key digital platforms took three to four months per entity — a timeline entirely out of step with the pace of a rapidly advancing smart city agenda. Perhaps most critically, the architecture offered no viable path toward the AI-powered service management the organisation knew it needed to build.
Public Sector
United Arab Emirates
500+
Legacy ITSM and CRM platforms created operational silos, making it impossible to scale. Manual processes, fragmented reporting, and a lack of real-time visibility left leadership unable to monitor performance or meet growing demand for digital government services.
Quintica deployed ServiceNow as a unified ITSM and CSM platform, replacing fragmented systems with automated, ITIL 4-aligned workflows. Integrated across 15+ systems and channels, the solution introduced self-service portals, real-time dashboards, and a first-of-its-kind national digital identity onboarding integration.
Entity onboarding time slashed from months to days. Manual reporting eliminated. 24 internal teams and 35 external government entities unified on one platform. An AI-ready foundation now in place to power the next generation of intelligent government services.
National digital identity onboarding automated: ~96 manual onboardings per year replaced by a playbook-driven process, eliminating email-and-spreadsheet handling entirely
Selecting the right technology platform isn’t just a procurement decision — it’s a strategic one. For this government authority, the choice of ServiceNow provided more than a modern ITSM and CSM solution. It delivered a unified, scalable foundation capable of integrating legacy systems, automating complex workflows, and establishing the data architecture needed to support AI. With Quintica as a strategic partner, the platform was configured not just for today’s requirements, but designed to evolve — ensuring the organisation is equipped to lead, not just keep pace, with the future of digital government services.
Quintica’s deep expertise in the ServiceNow platform, combined with a thorough understanding of public sector operating models, enabled us to go beyond a standard implementation. We mapped complex, multi-stakeholder government processes — spanning IT service management, citizen-facing onboarding, and national digital identity workflows — into structured, automated, and auditable process flows on ServiceNow. Every design decision was anchored to measurable business outcomes, while our AI-forward thinking meant the solution was architected not just to solve today’s challenges, but to serve as the intelligent foundation for tomorrow’s digital government services.